BE CAREFUL WHAT YOU SAY

It’s not what you say...It’s how you say it. So therefore, it’s always wise to Be Careful What You Say. You have a regular customer who needs service quickly and you have no appointments available. You offer to get back with them and “work them in”. Using those words may lead them to think that they will get a rushed job. So it’s better to say “let me see what I can do and I will get back with you quickly”, As circumstances have it, an appointment opens up. You call the waiting customer and say, “We had a cancellation”; this may conjure up a negative thought of why did someone cancel. A better way to say it is “We had a rescheduling and we can provide you service tomorrow. Will that be convenient?” A potentially new customer calls and needs service. You tell them we are “booked up”. It may present an image of a company that is in demand or is disorganized or small. A better approach is to say “we are scheduling appointments for a week from today”, would that be convenient?” There are circumstances such as night, weekend or other parameters that may influence whether a Company schedules an appointment. Certainly every Company has their standard operating parameters of which they are certainly entitled to have. If you decide a certain job does not fit your operating parameters then Be Careful What You Say when declining the job. Don’t say “we can’t do your job; instead say “I am sorry we are unable to accommodate you as we are unable to meet the requirements of the job at this time”. You should only offer an explanation why, if queried. The reason(s) may be multiple but could be different for another customer. What if the potential customer calling is known to be cheap, slow pay or overly demanding, in fairness who wants to work for someone like that? You may be tempted to tell them the reason why but professionally speaking that is not a good idea. Having your own reputation to safe guard then in any circumstance, Be Careful What You Say. Related Articles and Information: Customer Service in the Carpet Cleaning Industry Eleven Commandments of Good Business - What is a Customer? Phone Courtesy Telephone Etiquette in the Carpet Cleaning Business Thank you for reading Bane’s Blog® Please read the latest issue of the Clene-Times® at www.baneclene.com/publications/. Please visit our web site at www.baneclene.com. The Bane-Clene® Team. Free Bane-Clene Information Package Free packet of information about Bane-Clene can be obtained by calling toll-free 1-800-428-9512 (U.S. ONLY!). Your information packet will include a full color catalog and price addendum. Packets will arrive in approximately 2 weeks through standard United States Mail. You can also order the packet at the Catalog Request Form. Bane-Clene Home Page Articles, Videos and Products for Professional Carpet Cleaners On-Line Spot & Stain Removal Guide & Procedures for the Professional Carpet Cleaner